Customer Service Advisor

"Based in Altrincham, easily commutable from Manchester city centre, Trafford, Sale, Stockport and Wilmslow via road and Metrolink."

Contact Centre Customer Service Advisor

Job Description

Hybrid (3 days office based). Multi-channel customer support — phone, email and digital.

A growing and highly regarded organisation is seeking an experienced Contact Centre Customer Service Advisor to join its customer experience team.

This role suits a customer service professional with a proven background in an office-based or contact centre environment, handling enquiries by phone, email and written correspondence, managing a case load, and working to first-contact-resolution targets. It is not intended as an entry point for candidates moving from a retail floor, hospitality, or face-to-face customer-facing role.

The Opportunity

You'll be a trusted point of contact for customers, managing enquiries across telephone, email and digital channels, resolving issues, and building long-term customer relationships through consistent, professional service delivery. Working closely with colleagues across the business to ensure a seamless customer journey.

This is a strong next step for an experienced Customer Service Advisor, Customer Support Advisor, Client Services Executive, Customer Experience Advisor, or Contact Centre Advisor looking for genuine career progression within an established customer service function.

Key Responsibilities

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• Handle customer enquiries via telephone, email and written correspondence within a multi-channel contact centre environment
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• Resolve customer issues with a focus on first contact resolution
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• Log and manage cases accurately using CRM/case management systems
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• Build professional relationships through proactive, consistent communication
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• Work closely with internal departments to ensure a seamless customer journey
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• Maintain accurate customer records and administrative processes
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• Respond to customer queries within agreed SLAs and quality standards
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• Support continuous improvement initiatives and service excellence standards
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• Manage a varied caseload while maintaining strong attention to detail
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What We're Looking For

Essential:

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• Minimum 12 months' experience in an office-based or contact centre customer service role (not retail or hospitality)
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• Experience managing enquiries across multiple channels (phone, email, written correspondence)
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• Experience using a CRM or case management system
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• Excellent written and verbal communication skills
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• Experience working in an office enviroment
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Desirable:

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• Experience working to SLA or KPI-based service targets
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• Previous experience within a regulated or professional services environment
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• Familiarity with complaint handling procedures
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Career Development and Progression

This organisation is committed to investing in its people, with structured training, ongoing personal development, and clearly defined progression pathways. Additional support is available for those pursuing professional qualifications, including financial assistance and up to six days paid study leave each year.

Benefits

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• 24 days annual leave plus Bank Holidays, increasing with length of service
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• Your birthday off every year
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• Financial support towards professional qualifications
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• Up to six days paid study leave
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• Ongoing training and personal development
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• Clear career progression opportunities
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• Company social events, incentives and recognition programmes
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• Casual dress policy
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• Long service awards
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• Enhanced maternity and paternity benefits
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• Access to mental health support services and trained mental health first aiders
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• Personal accident insurance cover
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• Complimentary fresh fruit delivered twice each week
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• Great Place to Work certified employer
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If you're an experienced contact centre or office-based customer service professional looking for your next career move, apply today.